We've seen hundreds of customer experience feedback analysis projects during the past seven years. Certain mistakes or rather misconceptions show up in most projects. One of them is to analyze text in vacuum. Knowing what kind of person left a comment makes the feedback analysis results more valuable. The other is to leave the analysis results and insight extraction solely to the analytics team. You need to ensure that there is an insight distribution system that customer experience stakeholders actually use. They also need to close the loop, that is, fix the underlying issue.
